Refund Policy
Refund policy
When you can get your money back for equipment bought from Katool Equipments, who pays the return shipping, and how and when your refund arrives. Applies to every order delivered within the 48 contiguous states.
Eligibility for a refund
A return qualifies for a refund of the purchase price, less any return freight and restocking fee that applies (see Section 5), when every point on this list is met.
- ✓The return is requested within 30 days of the delivery date.
- ✓The equipment is unused: it has not been fueled, started or operated.
- ✓It is in its original crate or packaging, with all manuals, keys and accessories.
- ✓We issued a Return Authorization (RA) number before it was sent back. Returns without an RA can't be accepted.
- ✓It isn't a special-order, custom-configured or made-to-order item.
Refund process
- 1Contact us for an RA number
Email contact@katoolequipments.com or call +1 386-222-2747 with your order number, the item and the reason. Include photos if the item is damaged or defective. We reply within 1 business day with your RA number and shipping instructions.
- 2Re-crate it for pickup
Secure the item on its pallet in its original crate or packaging, with the manuals, keys and accessories inside, and have it ready for the carrier at the pickup appointment.
- 3Inspection
Your return is received and inspected, typically 5 to 7 business days after pickup.
- 4Refund issued
Your refund is issued to the original payment method within 5 business days of the item passing inspection.
Card issuers typically post the credit 3 to 10 business days after the refund is issued.
Section 3 · Items and situations that can't be refunded
- ✕Machines that have been fueled, started or operated (these fall under the manufacturer's warranty instead)
- ✕Returns requested after the 30-day window has closed
- ✕Items sent back without an RA number
- ✕Special-order, custom-configured or made-to-order items
- ✕Items missing their original packaging, keys, manuals or included accessories
- ✕Consumables, fluids, blades and filters once opened
- ✕Financing fees and interest charged by the lender
- ✕Restocking fees and return freight on change-of-mind returns
If your equipment arrives damaged in transit, isn't the item you ordered, or is defective on arrival, none of the costs in this policy apply to you. Note the damage on the delivery receipt before you sign, take photos, and email your order number and photos to contact@katoolequipments.com within 48 hours of delivery. The return is then free, with no restocking fee.
Section 5 · Return shipping costs
Your original shipping was free, so it is never deducted from a refund. The only shipping cost on a change-of-mind return is the trip back.
| Reason for return | Return freight | Restocking fee |
|---|---|---|
| Changed your mind / wrong model | You pay actual carrier cost | 15% of item price |
| Damaged in transit* | We pay | None |
| Defective on arrival* | We pay | None |
| Wrong item shipped* | We pay | None |
| Cancelled before dispatch | None | None |
*Reported within 48 hours of delivery. Return freight for machines typically runs $200 to $600.
Section 6 · Refund method, timing and exchanges
Refunds go to the original payment method only.
Exchanges. Want a different size or model? Start a return and place a new order. We waive the restocking fee when the new order is of equal or greater value.
Cancellations. Orders cancelled before dispatch are refunded in full, with no return freight or restocking fee. Once an order has been dispatched it can't be cancelled and follows the return process instead. See our Cancellation Policy.
Financing. Fees and interest charged by the lender are not refundable.
Section 7 · Questions about this policy. Contact Katool Equipments at contact@katoolequipments.com or +1 386-222-2747, 8 AM to 6 PM Florida time, or write to 3631 US-90, Lake City, FL 32055. For step-by-step return instructions, see our Returns & Refunds page. This policy does not limit any rights you have under applicable law.
Katool Equipments · This refund policy forms part of our Terms of Service. We may update it from time to time; the version in force is the one published on this page at the time of your order.
Need to start a return?
Email your order number and the reason. We issue an RA number within 1 business day.